Growth Strategy Manager - Uber Direct (Retail)

About Uber

Uber Direct is our Delivery-as-a-Service product that enables restaurants, grocers, and retailers to unlock last mile delivery for their customers via their app or website by utilizing our network of delivery partners.

Role Description

As a Customer Success Manager, you will be responsible for driving Uber Direct's new business venture within the retail category. You will collaborate with brands to help them grow their business sustainably while delivering the best experience to our users. This role requires relationship management, business strategy, operational excellence, and problem-solving skills. You should be comfortable in an "all hands on deck" environment, passionate about our product and partners, and thrive in a startup culture.

What You Will Do

1. Build and maintain strong relationships with our merchants.
2. Act as the primary owner of our merchants' health, monitor performance, and provide tangible recommendations to improve customer satisfaction (e.g., reliability, end-to-end time, user experience).
3. Proactively engage with merchants to ensure their satisfaction and success.
4. Advocate for merchants' needs in product development and service improvements. Coordinate with internal teams (e.g., product, operations) to address customer concerns or issues.
5. Identify potential issues before they escalate.
6. Monitor relevant merchant metrics, account health, product usage, adoption rates, and customer goals.
7. Conduct regular account reviews (e.g., Quarterly Business Reviews) in partnership with Account Managers.
8. Present on product value and ROI to stakeholders.
9. Identify opportunities for account expansion and recommend growth best practices.
10. Support the sales team in securing renewals and upgrades.

Qualifications

• 3+ years of customer or client-facing experience, ideally in account management, or 2+ years in consulting.
• Experience setting and achieving business targets.
• Strong analytical skills: comfortable with data analysis, Excel, presenting findings, and recommendations. Data-driven decision-making and sound business judgment.
• Commercial acumen: understanding how businesses operate and navigating partner organizations.
• Excellent communication skills for managing diverse stakeholders across levels.
• Project management: ability to create detailed execution plans for large projects and deliver them on time despite surprises or ambiguity.
• Stakeholder management: experience working with cross-functional teams (e.g., commercial, analytics, technical, legal).
• Highly autonomous, self-starter, comfortable with ambiguity, and capable of generating and executing new ideas independently.
• Interest in the retail and consumer goods landscape.

Preferred Qualifications

• Eagerness to learn and a proactive attitude.
• Critical thinking skills.
• Knowledge of the Last Mile Delivery space.
• SQL experience.

We welcome individuals from all backgrounds who seek to build a future where everyone and everything can move independently. If you have curiosity, passion, and a collaborative spirit, work with us, and let’s move the world forward together.

Offices remain central to collaboration and Uber’s cultural identity. Unless approved to work fully remotely, employees are expected to spend at least half their work time in their assigned office. For roles based at green-light hubs, employees are expected to be in-office 100% of the time. Please consult your recruiter for specific in-office expectations.

*Accommodations may be available for religious, medical, or legal reasons. To request an accommodation, contact accommodations@uber.com.